Internal CRM Consultant

Solutions Metrix

6d•Hybrid

About The Position

As our Internal CRM Consultant, you will lead the customization and ongoing optimization of our CRM platform to serve Solutions Metrix's unique business model. You will work cross-functionally with sales, delivery, finance, and leadership teams to translate business processes into smart CRM workflows — and you will own the outcomes. Unlike a client-facing consultant role, this position gives you the mandate to drive long-term adoption and continuous improvement. You are not delivering and moving on — you are building something that lasts. Since 2001, Solutions Metrix has been implementing CRM solutions for companies of all sizes across Canada and North America. Our team of specialists masters a wide range of CRM platforms without being tied to any — we always recommend the solution that best fits each client's needs and objectives. We are now applying that same philosophy internally. This role is a rare chance to be both a practitioner and a beneficiary — to shape how a CRM-focused company manages its own relationships, pipeline, and growth.

Requirements

Bachelor’s degree in Information Systems, Engineering, Business, Technology, or a related discipline.
CRM certification (Creatio preferred; Salesforce, HubSpot, Microsoft Dynamics, or equivalent also considered).
Minimum 3+ years (ideally 5–7 years) of hands-on CRM administration, implementation, RevOps, or business systems experience.
Strong command of business process mapping and workflow automation.
CRM reporting, dashboard design, and analytics capabilities.
Data governance, data quality management, and CRM architecture knowledge.
Experience prioritizing enhancement roadmaps and managing an internal CRM backlog.
Working knowledge of CRM integrations, APIs, and adjacent business systems.
Proven ability to gather requirements from non-technical stakeholders and translate them into CRM configurations.
Experience owning a CRM product end-to-end — from discovery through adoption.
Business-first mindset — focused on outcomes, not just technical output
Curiosity and a continuous improvement orientation
Strong listening and stakeholder facilitation skills
Ability to challenge existing processes constructively
High ownership and accountability — you define success, you don’t wait to be told
Comfortable operating with ambiguity and limited structure
Executive communication capability

Nice To Haves

Experience in Financial Services, Banking, Credit Union, SaaS, or Professional Services environments.
Experience supporting Revenue Operations (RevOps) or go-to-market organizations.
Exposure to iPaaS platforms (e.g., Boomi) or CRM API integrations with adjacent business systems.
Agile product ownership or Scrum experience — even in an internal product context.
CRM certifications (Creatio preferred; Salesforce, Dynamics, HubSpot, or equivalent also valued).
AI-enabled process optimization experience.
Change management and user adoption expertise.

Responsibilities

Lead the architecture and configuration of our CRM platform (selection or existing platform) to match our internal sales, pre-sales, and delivery workflows.
Build custom objects, fields, pipelines, and automation rules that reflect how our teams operate.
Design dashboards and reports giving leadership real-time visibility into revenue, pipeline health, and client engagement.
Document current internal processes and identify friction points where CRM can reduce manual work or improve data quality.
Automate repetitive tasks — lead assignment, follow-up reminders, contract renewals, onboarding sequences — to free up consultant and sales time.
Develop and maintain process documentation so the CRM remains a reliable source of truth.
Conduct needs analysis sessions with each internal team (sales, delivery, finance, HR) to surface requirements and prioritize roadmap items.
Manage an internal CRM backlog using agile methodology — sprint planning, grooming, and retrospectives adapted for an internal IT product.
Act as the primary point of contact for CRM-related questions, issues, and enhancement requests.
Develop role-specific training materials and deliver onboarding workshops for all internal users.
Champion adoption by creating a culture of CRM use — through enablement, not enforcement.
Provide post-launch support and iterate based on user feedback.
Define and enforce data entry standards, naming conventions, and hygiene processes.
Build deduplication, validation, and enrichment workflows to maintain clean, reliable data.
Own integration architecture between the CRM and adjacent tools (ERP, project management, finance, marketing platforms).
Leverage our own CRM as a living demonstration of best practices — an asset we can reference with prospects and clients.
Contribute to thought leadership content based on internal learnings (blog posts, case studies, internal playbooks).
Stay current on CRM trends and evaluate new features or platform capabilities that could benefit SM.